Whitehorse Practice - Ratings and reviews
Reviews
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Review titled It is not a great practice
Rated 1 star out of 5
by Javier Evora Perez - Posted on 16 January 2024
On Thursday 11th January I submitted the form to register in this GP and I haven't received any messages from them to know how's going the process even I sent a message to the reception and they haven't replied anything. I work 9am to 5pm so I can't go there for help and the telephone all the time is tied up. Impossible GP!
Visited January 2024
Review titled Whitehorse Practice
Replied on 19 January 2024
Thanks for your feedback. The registration process takes a minimum of 10 working days and we are are very busy practice. A welcome text will be sent once your registration is done in the meantime your previous practice has duty of care should you need to be seen by a GP.
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Review titled My Gp
Rated 5 stars out of 5
by Aderemi Adejokun - Posted on 18 January 2024
They are very caring and I'm so comfortable talking about whatever is going on with me. They have excellent hears
Visited January 2024
Review titled Whitehorse Practice
Replied on 22 January 2024
Dear Aderemi, Thank you for your feedback. We appreciate that you feel heard and cared for by the practice staff and that you are comfortable talking through any health issue you may have.
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Review titled Best care received by the nurse
Rated 5 stars out of 5
by Anonymous - Posted on 05 February 2024
I had been referred to my local gp practice, following a minor surgery on my finger. I received exceptional care from the nurse (N R). Extremely professional and made my daily dressing procedures smooth and comfortable. Answered all my queries and was very patient. This in turn made me feel supported throughout the process, which revealed to be quite daunting at the beginning. Also a big thank you to the lovely student (S) who was on placement at the time; likewise professional, kind and attentive.
Visited December 2023
Review titled Whitehorse Practice
Replied on 05 February 2024
Dear Patient, Thank you for your feedback. We aim to give the very best care at the practice and your feedback is greatly appreciated. I will pass on to the staff involved. Claire Reception Supervisor.
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2023
Refused to give me an appointment for my 3 year old daughter who was suffering with bad earache. They told me to go to a pharmacy. I had to ring 111 and take her to a walk in GP hub & she was diagnosed with ear infection and given antibiotics. The doctor I saw told me to arrange a follow up at my own Doctor. Impossible !!- again they are refusing an appointment, telling me she does not need it. Rude reception staff, who do not take time to listen properly. I will be changing my Doctor. Awful surgery!!!
Visited October 2023
Review titled Whitehorse Practice
Replied on 22 January 2024
Dear Patient, Thank you for your feedback. We apologise for you not feeling heard, reception are advised to refer you to the pharmacy for minor ailments such as earache and should the pharmacy feel it necessary for you to be seen by a GP they refer you back for an urgent appointment. We are here to help and do our very best to ensure each patient is directed to the most appropriate clinician.
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Review titled Lack of Effort
Rated 1 star out of 5
by Anonymous - Posted on 09 September 2023
Called for a telephone consultation twice in the same minute. Then my case was closed. Poor lack of patient awareness, clinical team need to revise their telephone policy in order to meet patient needs. Otherwise, this continuing practice only results in additional appointments being made in order to meet the patients needs in an already over stretched NHS system. This is a waste of tax payers money.
Visited September 2023
Review titled Whitehorse Practice
Replied on 11 September 2023
Dear Patient, Thank you for your feedback. Unfortunately as a busy practice the doctors are unable to keep calling the same person when they don't answer the phone as they have a full clinic of patients to respond to. Reception do advise you to keep your phone with you at all times and to call back straight away should you miss a call for a valid reason.
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Review titled Medication
Rated 2 stars out of 5
by Anonymous - Posted on 28 July 2023
It took 3 attempts to get my correct medication this month. I get 3 medications, only 2 were done. The 3rd ignored. Then, I requested the medication again only to have a repeat of the first too. I clearly highlighted the one required only to ignore it again!!!! The 3rd attempt I clearly requested 56 tablets like my other meds only to be given only 28. Absolute madness all this incompetance.
Visited July 2023
Review titled Whitehorse Practice
Replied on 22 January 2024
Thank you for your feedback. We are sorry you have experienced difficulties requesting your medication, please don't hesitate to contact the reception supervisor Claire if you have any further issues.
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Review titled If you feel ill, don't go to this surgery
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2022
In July 2022 I called the surgery in the afternoon, I was number one in the queue – great. I held on for fifty minutes but no one answered. The following day I called again to be told I needed to call at 8:00am to stand any chance of getting to 'see' the doctor. Fast forward to December, I know I had to call at 8:00am to be able to speak to anyone. I spoke to the receptionist, explained that I needed antibiotics. She said that she was referring me to the pharmacy and they would call me within five hours. They didn't call. When I called them over six hours later, they told me they hadn't been asked to call me. They said they could only give me an over-the-counter remedy, which treats only the effect, not the cause. This surgery will kick your ailment down the road, and not deal with you or it if they can possibly help it. What's the point in having a GP surgery when it's so difficult to see a GP, and so difficult to speak to anyone. And reading the previous reviews, the surgery apologises, but there seems to be no improvement as far as I can see. I am a great champion of the NHS, but with this surgery I feel completely let down.
Visited December 2022
Review titled Whitehorse Practice
Replied on 30 December 2022
Dear Patient, Thank you for your feedback. Sorry for your poor experience with the practice, we aim to learn from all feedback and while we are trained to refer to the community pharmacy and if they can't help they should refer you straight back to the GP. Unfortunately as this is anonymous I am unable to look further into this.
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Review titled Worst customer service
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2022
I was literally waiting for 30 mins on Call just for the receptionist to answer, after wait they automatically disconnected my call by saying sorry all the lines are busy try again. Like wow. We are in 2022 how about you get rid of traditional telephone lines and get a calling solution. I mean for god sake you guys are a medical practice. People have emergencies.
Visited October 2022
Review titled Whitehorse Practice
Replied on 01 November 2022
Dear Patient, Thank you for your feedback. We are working with our provider to improve our service contract and will pass this feedback on to them for investigation.
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Review titled Exceptionally poor service
Rated 1 star out of 5
by Gordon Clarke - Posted on 24 September 2022
Phoned the surgery at about 4 pm yesterday Friday evening.Was number 6 in the queue.After over an hour got to number one.Thought won’t be too long now but waited another hour before the receptionist answered the phone. Was very abrupt and told me the patient I was asking about was not registered at that surgery,even though they sent him a letter a week before about an unrelated matter.I felt the receptionist couldn’t wait to get rid of me and quickly cut the call short within 2 minutes.Just can’t work out how previous callers were on the phone for up to an hour and what they could possibly be talking about.Will get my very sick friend who and suffered from a heart attack followed by a stroke removed from this surgery as quickly as possible as I don’t believe their procedures are fit for purpose.
Visited September 2022
Review titled Whitehorse Practice
Replied on 26 September 2022
Dear Mr Clarke, Thank you for your feedback. Unfortunately as a very busy practice getting through on the phone can be difficult particularly on a Friday afternoon as priority is given to face to face patients. Due to GDPR guidelines reception staff are unable to discuss any patient details unless written consent has been given hence the receptionist not giving you further details regarding the person you were calling about. If we can be of further assistance please have the patient contact the reception supervisor.
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Review titled Receptionists Rule!
Rated 2 stars out of 5
by Anonymous - Posted on 25 July 2022
I have been holding for over a combined total of 60+ minutes and I can't get a receptionist to take me off hold, or not hang up on me for long enough to book an appointment. I actually ate a meal in the time I've been holding, and I don't seem to be getting anywhere anytime soon! This is absolutely shocking and they should be ashamed.
Visited July 2022
Review titled Whitehorse Practice
Replied on 27 July 2022
We are so sorry you are experiencing these difficulties with our telephone queuing system. While we do experience an extremely high number of calls when our lines open, especially on a Monday morning it is simply not acceptable that you were kept waiting this long. Please accept our apologies.